Internal Complaints Procedure

Internal Complaints procedure.

Dove Properties is a member of The Property Ombudsman Scheme for lettings.

Although we always aim to ensure a high-quality service for our customers, both Landlords and Tenants, we understand that things don’t always go to plan and we therefore have the following Complaints procedure in place to ensure that all issues are addressed professionally and as quickly as possible.

 

Stage 1 – Lettings Manager/Property Manager

In the first instance complaints should be directed to either the lettings manager or your property manager. Your complaint will be acknowledged within 3 working days of receipt. A full investigation will take place and your complaint will be responded to within 15 working days

 

Stage 2 – Branch Manager

If you remain dissatisfied with the outcome of the response you have received you should request the matter be escalated to the branch manger who will again acknowledge receipt of the complaint within 3 working days and investigate further. Following this investigation, a written conclusion will be provided to the complainant expressing the final view of the company within 15 days from receipt of your request of the complaint to be escalated.

 

Stage 3 – The Property Ombudsman

If after having dealt with the Lettings Manager/Property Manager and then the Branch manager (or after a period of 8 weeks has lapsed from your initial complaint) you still disagree with the outcome then you are able to further escalate your grievance to the Property Ombudsman without charge. The Property Ombudsman offer an independent and impartial dispute resolution service.  This must be within 12 months of receiving our final viewpoint.

Details of how to contact The property Ombudsman will be included in the written conclusion outlining the final viewpoint of the company. You can also find details online at www.tpos.co.uk 

Please note that the Property Ombudsman will not deal with a complaint unless our internal complaints procedure has been followed first.

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